Front Office Learning & Quality Specialist InterContinental

Front Office Learning & Quality Specialist (Full-Time) | Inter Continental Downtown Miami

Hotel: IC - Miami (MIAHA), 100 Chopin Plz, 33131

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the Inter Continental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

At Inter Continental Hotels & Resorts, we want our guests to feel special, cosmopolitan and in the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

A Shining Star among Downtown Miami Hotels, the Inter Continental Miami features the city's premier accommodations, convention, and meeting facilities. Overlooking sparkling Biscayne Bay, we provide a secure, inviting environment in a well-established area of the city. We pride ourselves on being ONE GREAT TEAM and honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel for the ninth year.

As the Front Office Learning & Quality Specialist, you will develop, deliver, and evaluate training programs and curricula for all levels of Front Office colleagues, including all Front Office Departments. Consult with key department contacts to identify performance gaps and training issues that impact individual and group performance.

• Assist in supervising the front desk function; ensure staff is properly trained in service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guests and ensuring the security of keys.
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.

High School diploma or equivalent, plus three years front office/guest relations experience including supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred.

This job requires the ability to perform the following:

• Frequently standing up behind the desk and front office areas.
• Carrying or lifting items weighing up to 50 pounds.
• Handling objects, products and computer equipment.
• Use a keyboard to operate various…